Automated Ticket Routing for MSPs
Squash routes MSP tickets using live ticket context, client rules, urgency, required tools, and the work Squash can resolve directly.
Squash handles
- Assign tickets based on context, client policy, and workflow type.
- Route work to Squash, a technician, or an approval queue.
- Keep routing decisions visible inside the ticket record.
Turn repeat service work into governed execution.
Squash does more than summarize tickets. It triages, plans, acts inside approved boundaries, keeps your PSA synced, and escalates when policy or confidence calls for a technician.
- Board, queue, priority, and ownership decisions
- Client-specific routing rules and exception handling
- Automatic escalation with complete context
- Routing into autonomous resolution when policy allows
From ticket context to documented outcome.
Step 01
Squash classifies the ticket and identifies the client, user, system, and likely issue.
Step 02
Squash applies routing rules, policy controls, and current workflow coverage.
Step 03
Squash assigns, escalates, requests approval, or continues into the resolution workflow.
Control what AI can touch before it acts.
- Routing can honor MSP-wide defaults and client-specific service rules.
- Approval policies prevent sensitive tickets from moving directly to action.
- Every routing decision can be audited from the ticket context.
Built around the systems your team already uses.
- PSA boards, queues, priorities, and service workflows
- Documentation platforms for client-specific dispatch rules
- Microsoft 365, identity, and endpoint context
- Team chat and email intake channels
Keep exploring the Squash workflow.
These pages connect this workflow to adjacent service desk use cases, integrations, and governance details.
Solution
AI Ticket Triage for MSPs
Squash triages incoming tickets, identifies the client and issue type, gathers context, and routes or resolves work from the first touch.
Solution
AI Service Desk for MSPs
Squash resolves common service desk tickets across identity, provisioning, Microsoft 365, endpoint, and access workflows with the controls MSPs need.
Integration
ConnectWise AI Automation
Squash integrates deeply with ConnectWise so MSPs can use AI to close service tickets without moving work out of the PSA. ConnectWise stays the operating record while Squash writes activity back as work happens.
Integration
Autotask AI Automation
Squash integrates deeply with Autotask so MSPs can use AI to close service tickets without moving work out of the PSA. Autotask stays the operating record while Squash writes activity back as work happens.
Platform
AI Governance in Squash
See how access conditions, approvals, fact-grounded execution, and audit trails work together.
Schedule a demo
See how Squash fits your workflow.
See how Squash routes tickets into the right technician, approval path, or autonomous workflow.
Schedule a demo